Políticas generales sobre incidencias y retrasos de trenes
What happens if my train is cancelled?
If your train is cancelled, you can use your existing ticket to travel on the next available service.
For Advance Singles tickets, you can choose to travel on the earlier or later two trains operated by the same operator and stopping at the same station.
Flexible tickets, such as Off-Peak and Anytime tickets, allow you to travel at various times of the day.
Please remember to check the conditions of your ticket to see if you can only travel with a certain operator or route.
If you are unable to take the next train or decide not to travel, you are entitled to a refund. The quickest and easiest way to refund your ticket is to do it online. Simply log in to My Bookings, select your booking, and click on "refund tickets".
How do I claim compensation if my train is delayed?
If your train journey is delayed or cancelled, you may be entitled to a full refund from the retailer of your ticket or compensation from the train company responsible for the delay.
Refunds:
If your train is delayed and you choose not to travel, you can obtain a refund for your unused ticket without any fees from the original retailer. If you purchased your ticket directly from a train company, you can find their contact information on the "Train Company" page.
Compensation:
If you experience a delayed service and arrive late at your destination, you may be eligible to claim compensation. You will need to request compensation directly from your train company.
Compensation will depend on:
The train company you travelled with, as different companies have different compensation schemes, but all offer some form of compensation.
The type of ticket you have, as compensation for a single Day ticket is calculated differently than that for a 7-Day Season ticket.
The length of the delay in reaching your destination, as each train company has its own compensation threshold, which will be detailed in their Passenger's Charter on their website.
Delay Repay:
Delay Repay is a nationwide scheme that simplifies the process of claiming compensation for delayed train journeys. If you experience a delay for any reason when travelling on a participating National Rail service, you can make a Delay Repay claim. Visit your train company's website to find out more about Delay Repay.
How can I check if my train is affected by strikes?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are impacted by strikes, corresponding warning signs will be displayed.
How can I track live trains and get disruption information?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are disrupted, corresponding warning signs will be displayed.
How can I find out if trains are cancelled?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are cancelled, corresponding warning signs will be displayed.
Política de viajes flexibles para billetes Advance
¿Qué es la política de viajes flexibles aplicable a los billetes Advance?
En caso de cancelación de un tren, la política de viajes flexibles permite a los usuarios viajar en uno de los dos trenes anteriores o posteriores al trayecto original.
¿En qué casos se aplica la política?
Todas las compañías ferroviarias ofrecen a los clientes que hayan reservado billetes Advance la posibilidad de viajar en el siguiente tren disponible si el suyo se cancela (tanto para cancelaciones de última hora como para cancelaciones notificadas con antelación).
En estos casos, la mayoría de las compañías ferroviarias permiten a los usuarios utilizar los mismos billetes en la estación, excepto LNER (los usuarios deben hacer una nueva reserva en línea), y las compañías Chiltern y Southeastern (los usuarios tienen que ponerse en contacto con el servicio de atención al cliente).
Las siguientes compañías ferroviarias también ofrecen a sus pasajeros (o a los pasajeros de compañías del mismo grupo) la posibilidad de viajar en trenes anteriores: Avanti, Grand Central, LNER (previa reserva de asiento), así como las compañías Chiltern, GWR y Southeastern (en el caso de estas últimas tres, solo si el servicio de atención al cliente lo aprueba).
¿Qué ocurre si mi viaje incluye conexiones?
En aquellos casos en los que un usuario reserve un viaje con conexiones, las compañías ferroviarias deben ser suficientemente flexibles para garantizar que el usuario pueda elegir entre trayectos más convenientes, en lugar de ofrecer únicamente la opción de viajar en uno de los dos trenes anteriores o posteriores al trayecto original.
